benchmarking in european service of public transport
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Benchmarking in European Service of public Transport. BEST Survey 2008 City report: Vienna. About the survey How to read the graphs Indices 2004 - 2008 Results per Indices and question 2004 - 2008 Traffic supply Information Staff behaviour Security and safety Comfort Social Image - PowerPoint PPT PresentationTRANSCRIPT
FESTFinans Energi Samferdsel Telekom
BEST Survey 2008City report: Vienna
Benchmarking in European Service of public Transport
BEST 2008
2 Citizens Satisfaction Survey 2008
Contents
About the survey How to read the graphs Indices 2004 - 2008 Results per Indices and question 2004 - 2008
Traffic supply Information Staff behaviour Security and safety Comfort Social Image Value for money
Satisfaction and impact Citizen satisfaction per subgroup 2008
Gender Age Public transport travel frequency Geographical areas Public transport modes used
Indices and questions per subgroup 2008 Traffic supply - Subgroups
Good for work/school trips PT is good for leisure trips PT is good for trips in the city centre PT is good for trips outside the city centre Nearest stop is close to where I live Travel time on PT is reasonable I am satisfied with the number of departures Waiting time is short at transfers
Reliability - Subgroups Information - Subgroups
It is easy to get the information needed when planning a trip Information is good when traffic problems occur Information is good in stops and terminals
Staff behaviour – Subgroups Staff answers my questions correctly Staff behaves nicely and correctly
Security and safety - Subgroups I feel secure at stations and bus stops I feel secure on board busses and trains I am not afraid of traffic accidents when using PT
Comfort – Subgroups PT travel is comfortable Transfers are easy Busses and trains are modern Busses and trains are clean I normally get a seat when travel with PT
Social image - Subgroups More people will travel with PT in the future PT is good for the environment PT is beneficial to society
Value for money - Subgroups PT gives good value for money PT fares are reasonable
Loyalty – Subgroups Background variables
Travel frequency in subgroups Life situation in subgroups
BEST 2008
3 Citizens Satisfaction Survey 2008
About the survey
The following cities participated in the BEST 2008 survey: Stockholm Oslo Helsinki (with additional questions) Copenhagen (with additional questions) Vienna (with additional question) Berlin Geneva
For all cities 1000 residents in defined areas have been interviewed. All interviews have been done by telephone. The fieldwork for BEST Survey 2008 was conducted between March 3rd and March 16th 2008. Results from the survey have been weighted with respect to sex and age to match the profile in each area. The questionnaire used in the survey is an updated version of the 2007 questionnaire. Since 2007, two new questions
have been added (‘When traveling work, school or university do you generally go by… ?’ and ‘How often do you normally obtain information you need to go by public transport by…..’
Response rate
Stockholm 51 %
Oslo 27%
Helsinki 26 %
Copenhagen 32%
Vienna 46 %
Geneva 43 %
Berlin 33%
BEST 2008
4 Citizens Satisfaction Survey 2008
How to read the graphs
Breakdown
<TOTAL BASE: NNN>
58
55
61
75
50
52
77
77
65
75
54
28
30
-12
-12
-12
-6
-14
-14
-9
-6
-12
-6
-12
-20
-28
Total
Man
Woman
16 - 24
25 - 44
45 - 64
65 - 79
80 +
Daily
A few times per week
A few times per month
Less than monthly
Never
Partially/Fully agree
Hardly/Don't agree at all
Index
<TOTAL BASE: NNN>
-21
-29
-27
-8
-32
-8
-17
-22
-27
55
47
50
72
30
83
63
40
47
TRAFFIC SUPPLY
PT is good for school_work trips
PT is good for leisure trips
PT is good for trips in the city centre
PT is good for trips outside the city centre
Nearest stop is close to where I live
Travel time on PT is reasonable
Waiting time is short at transfers
I am satisfied with the number of departures
Hardly/Don't agree at all Partially/Fully agree
The graphs show the proportion of respondents who agrees (partially agrees or fully agrees) to the different statements in blue columns. The red columns shows the proportion who disagrees (hardly agrees or not agree at all) to the statements.Respondents with a neutral position are not displayed in the graphs. The topmost column show the distribution for the compound index, while the columns underneath show the distributions for the individual questions that make up the index.
The graph show proportion of respondents that agree/disagree to the statement (as described in more detail above). The topmost column show the distribution for the total city sample, while the columns underneath show the distribution for certain relevant subgroups of the total population – the subgroups included are sex, age, travel frequency, place of residence (city region) and mode(s) of public transport used most often by the respondent.
FESTFinans Energi Samferdsel Telekom
Results 2008
BEST 2008
6 Citizens Satisfaction Survey 2008
Vienna Indices 2008
-6
-20
-17
-20
-10
-10
-13
-7
-39
-9
68
60
56
54
54
76
60
79
33
70
CITIZEN SATISFACTION
TRAFFIC SUPPLY
RELIABILITY
INFORMATION
STAFF BEHAVIOUR
SECURITY AND SAFETY
COMFORT
SOCIAL IMAGE
VALUE FOR MONEY
LOYALTY
Hardly/Don't agree at all Partially/Fully agree
2008 2007 2006 2005 2004
68 80 74 75 75
60 72 66 67 67
56 72 68 73 73
54 64 54 58 56
54 71 67 64 67
76 87 81 81 82
60 69 64 65 65
79 85 81 82 80
33 53 49 46 43
70 81 75 79 74
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Quality dimensions
BEST 2008
8 Citizens Satisfaction Survey 2008
-20
-18
-36
-7
-26
-20
-13
-17
-22
60
68
43
82
47
72
66
48
52
TRAFFIC SUPPLY
PT is good for school_work trips
PT is good for leisure trips
PT is good for trips in the city centre
PT is good for trips outside the citycentre
Nearest stop is close to where I live
Travel time on PT is reasonable
Waiting time is short at transfers
I am satisfied with the number ofdepartures
Hardly/Don't agree at all Partially/Fully agree
Vienna Traffic supply
2008 2007 2006 2005 2004
60 72 66 67 67
68 78 71 76 71
43 63 55 55 53
82 89 89 89 87
47 61 57 56 56
72 85 81 85 81
66 76 68 68 67
48 61 55 54 59
52 65 54 57 59
BEST 2008
9 Citizens Satisfaction Survey 2008
Vienna Information
-20
-18
-24
-16
54
56
45
60
INFORMATION
It is easy to get the information neededwhen planning a trip
Information is good when trafficproblems occure
Information is good in stops andterminals
Hardly/Don't agree at all Partially/Fully agree
2008 2007 2006 2005 2004
54 64 54 58 56
56 66 57 60 59
45 59 52 56 53
60 68 - - -
BEST 2008
10 Citizens Satisfaction Survey 2008
Vienna Staff behaviour
-10
-10
-11
54
58
50
STAFF BEHAVIOUR
Staff answers my questions correctly
Staff behaves nicely and correctly
Hardly/Don't agree at all Partially/Fully agree
2008 2007 2006 2005 2004
54 71 67 64 67
58 72 70 66 70
50 70 64 63 64
BEST 2008
11 Citizens Satisfaction Survey 2008
Vienna Security and safety
-10
-13
-9
-7
76
65
77
85
SECURITY AND SAFETY
I feel secure at stations and bus stops
I feel secure on board busses and trains
I am not afraid of traffic accidents whenusing PT
Hardly/Don't agree at all Partially/Fully agree
2008 2007 2006 2005 2004
76 87 81 81 82
65 83 74 76 74
77 86 78 79 81
85 91 91 86 90
BEST 2008
12 Citizens Satisfaction Survey 2008
Vienna Comfort
-13
-15
-9
-7
-19
-14
60
62
67
64
51
55
COMFORT
PT travel is comfortable
Transfers are easy
Busses and trains are modern
Busses and trains are clean
I normally get a seat when travel with PT
Hardly/Don't agree at all Partially/Fully agree
2008 2007 2006 2005 2004
60 69 64 65 65
62 74 66 67 70
67 74 71 71 71
64 72 65 71 70
51 56 49 55 54
55 68 68 62 61
BEST 2008
13 Citizens Satisfaction Survey 2008
-7
-13
-4
-3
79
65
85
88
SOCIAL IMAGE
More people will travel with PT in thefuture
PT is good for the environment
PT is beneficial to society
Hardly/Don't agree at all Partially/Fully agree
Vienna Social Image
2008 2007 2006 2005 2004
79 85 81 82 80
65 71 63 61 59
85 90 91 89 90
88 93 89 94 91
BEST 2008
14 Citizens Satisfaction Survey 2008
Vienna Value for money
-39
-33
-45
33
36
30
VALUE FOR MONEY
PT gives good value for money
PT fares are reasonable
Hardly/Don't agree at all Partially/Fully agree
2008 2007 2006 2005 2004
33 53 49 46 43
36 56 51 50 48
30 50 47 42 39
FESTFinans Energi Samferdsel Telekom
Impact on satisfaction
Indicators impact on citizen satisfaction
BEST 2008
16 Citizens Satisfaction Survey 2008
Impact on satisfaction Traffic supply
PT is good for school_work trips PT is good for leisure trips PT is good for trips in the city centre PT is good for trips outside the city centre Nearest stop is close to where I live Travel time on PT is reasonable Waiting time is short at transfers I am satisfied with the number of departures
Reliability Capability to run on schedule
Information It is easy to get the information needed when planning a trip Information is good when traffic problems occur Information is good in stops and terminals
Staff behaviour Staff answers my questions correctly Staff behaves nicely and correctly
Security and safety I feel secure at stations and bus stops I feel secure on board busses and trains I am not afraid of traffic accidents when using PT
Comfort PT travel is comfortable Transfers are easy Busses and trains are modern Busses and trains are clean I normally get a seat when travel with PT
Social image More people will travel with PT in the future PT is good for the environment PT is beneficial to society
Value for money PT gives good value for money PT fares are reasonable
Loyalty I gladly recommend PT travel
Citizen satisfaction
The highlighted indicators have been used to determine the impact they have on citizens over all satisfaction.
On the following slide all indicators with significant impact on over all satisfaction are listed in ranked order for 2007 and 2008.
A stepwise method has been used in the analysis.
Effect estimates are standardized beta coefficients.
BEST 2008
17 Citizens Satisfaction Survey 2008
Impact on satisfaction - Vienna
0,17
0,16
0,16
0,15
0,12
0,09
0,07
0,07
The busses and trains are modern
I am satisfied with the number ofdepartures
I feel secure on board busses andtrains
Waiting time is short at transfers
Nearest stop is close to where I live
The information is good when trafficproblems occur
The staff behaves nicely and correctly
It is easy to get the informationneeded when planning a trip
2007
0,14
0,13
0,13
0,11
0,10
0,10
0,09
0,08
0,06
Waiting time is short at transfers
The information is good when trafficproblems occur
I am satisfied with the number ofdepartures
Public transport mostly runs onschedule
Transfers are easy
Nearest stop is close to where I live
I feel secure on board busses andtrains
I feel secure at stations and busstops
The busses and trains are modern
2008
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Appendix
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Citizen satisfaction in subgroups
BEST 2008
20 Citizens Satisfaction Survey 2008
Vienna CITIZEN SATISFACTION - Subgroups
68
6966
6368
6572
90
7776
654950
857274
59
6251
7244
686769
84
-6
-5-6
-3-5
-8-5
-2
-4-3
-5-11
-19
-4-4
-9
-5-7-8
-10-5
-1-7
-3
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all<TOTAL BASE: 997>
Gender
Age
PT travel frequency
Geography
PT modes used
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Traffic supply in subgroups
BEST 2008
22 Citizens Satisfaction Survey 2008
Vienna Traffic supply - Subgroups
60
5861
5660
5864
74
6865
5647
42
7666
6452
5949
6251
5460
6467
-20
-20-20
-22-20
-22-18
-10
-14-15
-23-29
-34
-8-13
-16-27
-21-31
-19-26-26
-18-15-14
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
23 Citizens Satisfaction Survey 2008
Vienna Good for work/school trips - Subgroups
<TOTAL BASE: 974>
68
6768
70666767
82
8576
5449
47
9078
7554
6547
7162
5375
7379
-18
-17-19
-22-22
-16-13
-4
-9-8
-26-33-33
-9-13
-28
-18-26
-18-29
-33-13-13
-9
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
24 Citizens Satisfaction Survey 2008
Vienna PT is good for leisure trips - Subgroups
<TOTAL BASE: 990>
43
3747
5141
3750
59
5949
3420
25
465151
30
4839
4423
2639
5050
-36
-40-32
-40-34
-41-30
-14
-18-28
-45-59
-54
-46-22
-27-50
-36-54
-38-55
-50-30
-26-27
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
25 Citizens Satisfaction Survey 2008
Vienna PT is good for trips in the city centre - Subgroups
<TOTAL BASE: 973>
82
7787
8085
8182
77
8782
7882
72
10077
8384
8572
9478
86828483
-7
-9-6
-7-5
-11-6
-2
-6-9-8-7
-13
-11-7-6
-7-18
-5-12
-4-6-5-4
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
26 Citizens Satisfaction Survey 2008
Vienna PT is good for trips outside the city centre - Subgroups
<TOTAL BASE: 975>
47
4252
2745
5156
76
5651
4634
23
1005052
39
454446
5335
4453
56
-26
-27-25
-40-25
-27-20
-22-20
-30-33
-43
-16-24
-33
-32-42
-31-21
-33-25
-21-15
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
27 Citizens Satisfaction Survey 2008
Vienna Nearest stop is close to where I live - Subgroups
<TOTAL BASE: 999>
72
7173
6675
7270
74
8376
6854
65
10088
8551
6859
8054
4775
8179
-20
-20-20
-26-18
-20-20-21
-12-13
-23-37
-30
-6-9
-38
-28-34
-16-31
-43-16
-10-12
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
28 Citizens Satisfaction Survey 2008
Vienna Travel time on PT is reasonable - Subgroups
<TOTAL BASE: 990>
66
6467
5465
6378
93
7073
6654
50
7675
6761
5949
6955
6659
7873
-13
-15-12
-12-14-15
-10-5
-13-6
-17-16
-33
-9-10-11
-18
-13-24
-17-18-17
-13-7
-10
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
29 Citizens Satisfaction Survey 2008
Vienna I am satisfied with the number of departures - Subgroups
<TOTAL BASE: 979>
48
5045
5048
4449
62
5153
4839
32
6453
4845
4839
4346
6148
3759
-17
-15-18
-11-15
-19-20
-23
-14-14
-19-22
-19
-15-17-18
-14-24
-16-15
-12-21
-16-15
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
30 Citizens Satisfaction Survey 2008
Vienna Waiting time is short at transfers - Subgroups
<TOTAL BASE: 974>
52
5747
4753
4859
69
525655
4720
2955
5350
5646
4936
5955
5255
-22
-18-25
-17-22-23-22
-12
-21-19-20
-26-42
-9-17
-19-27
-16-29
-14-26
-15-18
-22-23
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Reliability in subgroups
BEST 2008
32 Citizens Satisfaction Survey 2008
Vienna Reliability - Subgroups
56
5656
4259
526868
5661
5749
61
8553
5854
6055
6756
43555756
-17
-17-17
-25-17-18
-12-5
-18-16-14
-20-10
-15-15
-17-18
-12-13-13
-27-25
-16-19
-15
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Liggende stolpediagram 4Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Information in subgroups
BEST 2008
34 Citizens Satisfaction Survey 2008
Vienna Information - Subgroups
54
5354
6055
4755
63
5757
524749
455958
46
5544
614143
4955
59
-20
-20-19
-16-15
-27-20
-12
-17-19
-21-23
-16
-39-14
-17-24
-17-22
-13-33
-29-19-18-17
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
35 Citizens Satisfaction Survey 2008
Vienna It is easy to get the information needed when planning a trip - Subgroups
<TOTAL BASE: 968>
56
5656
6561
5047
54
6558
5443
51
5264
5752
5936
6441
4852
5864
-18
-18-18
-5-14
-25-27
-16
-10-18
-23-27
-17
-37-12
-15-23
-14-20
-9-31
-27-18
-23-16
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
36 Citizens Satisfaction Survey 2008
Vienna Information is good when traffic problems occur - Subgroups
<TOTAL BASE: 956>
45
4544
4843
4053
59
4449
4540
44
3849
5333
4631
6038
2841
4947
-24
-24-25
-27-20
-32-20
-12
-26-23-23
-28-12
-42-19-20
-31
-20-35
-17-36
-33-21
-23-22
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
37 Citizens Satisfaction Survey 2008
Vienna Information is good in stops and terminals - Subgroups
<TOTAL BASE: NNN>
60
5961
6661
5165
74
6263
5657
51
4662
6553
6064
6144
5156
5966
-16
-17-15
-16-12
-23-13
-8
-17-16-16-15
-20
-37-12
-15-18
-17-11
-13-33
-26-19
-9-12
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Staff behaviour in subgroups
BEST 2008
39 Citizens Satisfaction Survey 2008
Vienna Staff behaviour - Subgroups
54
5354
504950
7181
5559
5348
52
5945
5357
445353
6957
4849
62
-10
-11-10
-13-10
-13-6
-3
-9-10
-13-12
-7
0-15
-7-12
-15-17
-8-11-11-12-10
-5
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
40 Citizens Satisfaction Survey 2008
Vienna Staff answers my questions correctly - Subgroups
<TOTAL BASE: 933>
58
5858
5957
5169
75
5862
5851
64
6351
5761
4657
6171
6450
5466
-10
-11-9
-14-8
-13-7-5
-7-11
-14-9-7
-11-8
-12
-12-22
-10-12-10
-12-7-6
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
41 Citizens Satisfaction Survey 2008
Vienna Staff behaves nicely and correctly - Subgroups
<TOTAL BASE: 963>
50
4951
4042
4972
86
5156
4845
41
5539
5053
4249
4666
5147
4359
-11
-11-11
-12-12-13
-6-2
-10-8
-12-15
-8
-20-7
-13
-18-13
-6-11-11-12
-14-4
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Security and safety in subgroups
BEST 2008
43 Citizens Satisfaction Survey 2008
Vienna Security and safety - Subgroups
76
7973
6778
7476
91
7978
737072
9780
7574
7563
7866
717577
84
-10
-10-10
-14-8
-11-11
-3
-8-8
-12-13-11
-3-7
-10-11
-11-18
-7-16-15
-11-9-7
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
44 Citizens Satisfaction Survey 2008
Vienna I feel secure at stations and bus stops - Subgroups
<TOTAL BASE: 995>
65
7060
5367
6468
87
6870
5864
56
9172
6562
6748
655151
6268
77
-13
-13-14
-21-10
-15-15
-2
-11-10
-18-15
-23
-9-9
-13-15
-13-20
-10-15
-23-18
-12-8
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
45 Citizens Satisfaction Survey 2008
Vienna I feel secure on board busses and trains - Subgroups
<TOTAL BASE: 992>
77
8173
6882
7377
92
8480
7466
71
10083
7774
7263
8571
7476
7985
-9
-9-10
-15-6
-11-10
-5
-6-7
-12-15
-6
-7-10-10
-12-19
-8-13
-17-8-9
-5
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
46 Citizens Satisfaction Survey 2008
Vienna I am not afraid of traffic accidents when using PT - Subgroups
<TOTAL BASE: 997>
85
8584
798586
8394
8585
8880
87
10086
8485
8578
8476
888685
88
-7
-7-7
-7-7-6
-9-2
-6-8
-5-9
-5
-6-7-7
-8-14
-2-19
-5-6-6-7
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Comfort in subgroups
BEST 2008
48 Citizens Satisfaction Survey 2008
Vienna Comfort - Subgroups
60
5861
5959
5567
81
6162
5956
61
81595960
5764
6163
5054
6166
-13
-13-12
-14-12
-15-11
-4
-13-10
-13-16
-13
-2-12-12
-14
-13-13-13-13
-17-14-12-11
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
49 Citizens Satisfaction Survey 2008
Vienna PT travel is comfortable - Subgroups
<TOTAL BASE: 998>
62
5568
6262
5471
87
6765
5856
49
926059
64
5970
5667
5054
6471
-15
-21-10
-16-16
-18-9
-3
-11-10
-16-23
-32
-16-14
-16
-18-2
-12-23-22
-17-11-10
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
50 Citizens Satisfaction Survey 2008
Vienna Transfers are easy - Subgroups
<TOTAL BASE: 988>
67
6767
696565
6985
7169
6265
63
1007069
63
6555
6862
6559
7174
-9
-8-10
-10-8
-10-13
-3
-8-7
-12-12
-6
-7-9
-10
-8-18
-4-7
-13-12-10
-7
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
51 Citizens Satisfaction Survey 2008
Vienna Busses and trains are modern - Subgroups
<TOTAL BASE: 994>
64
6364
6564
5870
83
686163
5876
646665
60
5770
7370
536062
73
-7
-5-8
-7-4
-10-6
-2
-7-5-6
-9-3
-6-5
-8
-6-6-6
-9-6-7-7-5
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
52 Citizens Satisfaction Survey 2008
Vienna Busses and trains are clean - Subgroups
<TOTAL BASE: 992>
51
5251
4951
4858
73
4952
5747
56
6855
4953
4859
4556
3744
5859
-19
-17-20
-23-17
-21-16
-7
-22-17-17-18
-8
-8-15
-20-19
-17-18
-29-10
-24-19-18-19
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
53 Citizens Satisfaction Survey 2008
Vienna I normally get a seat when travel with PT - Subgroups
<TOTAL BASE: 978>
55
5257
4954
5166
77
5161
5752
60
8044
5360
5567
5959
4653
5054
-14
-13-15
-13-16-15
-11-6
-16-13-12
-18-13
-18-13
-15
-18-19
-13-14
-20-16
-13-12
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Social image in subgroups
BEST 2008
55 Citizens Satisfaction Survey 2008
Vienna Social image - Subgroups
79
7980
737880
8585
8084
777676
698081
77
7867
877373
798284
-7
-7-6
-8-7-6-6-4
-5-4
-8-9
-15
0-7-5
-9
-6-13
-4-8-9-7-5-5
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
56 Citizens Satisfaction Survey 2008
Vienna More people will travel with PT in the future - Subgroups
<TOTAL BASE: 967>
65
6862
6261
667374
6569
5965
69
3261
6764
6643
74596160
6569
-13
-11-15
-17-14-12-10
-9
-12-6
-16-17
-26
-12-11
-16
-13-30
-11-12
-16-15
-9-11
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
57 Citizens Satisfaction Survey 2008
Vienna PT is good for the environment - Subgroups
<TOTAL BASE: 989>
85
8387
7983
8791
87
8591
8381
77
858887
81
8377
9679
7484
8991
-4
-6-3
-1-5-4-3-2
-2-3-4
-6-9
-6-2
-6
-4-6
-1
-10-2-3-3
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
58 Citizens Satisfaction Survey 2008
Vienna PT is beneficial to society - Subgroups
<TOTAL BASE: 995>
88
8590
7890
879294
8991
8983
80
89898887
8679
9282
85929191
-3
-4-2
-5-2
-4-3-2
-2-2-3
-5-11
-2-3-4
-1-4
-1-14
-1-3-2-1
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Value for money in subgroups
BEST 2008
60 Citizens Satisfaction Survey 2008
Vienna Value for money - Subgroups
33
3531
2632
2942
66
4037
3121
18
524039
23
3421
361919
2837
41
-39
-37-41
-46-40-41
-33-16
-33-33
-43-52
-47
-27-36
-33-48
-41-54
-32-47
-52-36
-41-32
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
61 Citizens Satisfaction Survey 2008
Vienna PT gives good value for money - Subgroups
<TOTAL BASE: 980>
36
3834
283434
4567
4439
3623
21
4045
4325
3925
392423
3040
44
-33
-31-35
-35-35-35
-31-11
-27-28
-38-45-44
-27-31
-27-42
-33-47
-25-40
-48-31
-37-24
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
BEST 2008
62 Citizens Satisfaction Survey 2008
Vienna PT fares are reasonable - Subgroups
<TOTAL BASE: 980>
30
3228
2429
2440
65
3635
2720
15
643436
21
2916
321516
2633
39
-45
-44-46
-56-46-46
-36-22
-40-37
-47-59
-49
-27-42
-39-54
-49-60
-38-55-56
-41-45
-39
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Loyalty in subgroups
BEST 2008
64 Citizens Satisfaction Survey 2008
Vienna Loyalty - Subgroups
70
6970
656869
7786
8176
655354
7678
7561
6053
7467
6575
7278
-9
-10-7
-10-7
-10-7
-10
-3-3
-9-21
-17
-15-5-5
-13
-9-2
-4-10
-12-8-7
-9
Total
ManWoman
16 - 2425 - 4445 - 6465 - 79
80 +
DailyA few times per week
A few times perLess than monthly
Never
Zentrum Innere Bezirke Außere Bezirke
Umland
MetroBus
Bus, metroTrain
Metro, trainMetro, tram
Bus, metro, tramBus, metro, tram,
Partially/Fully agree
Hardly/Don't agree at all
Gender
Age
PT travel frequency
Geography
PT modes used
FESTFinans Energi Samferdsel Telekom
Vienna 2008
Background information
BEST 2008
66 Citizens Satisfaction Survey 2008
Public transport travel frequency – Vienna 2008
33
32
32
45
36
30
18
19
36
35
64
17
22
26
21
25
17
18
24
34
43
17
25
24
35
20
19
23
20
19
20
24
25
17
22
20
9
24
29
19
20
20
15
24
19
18
22
22
18
4
21
27
3
4
3
4
3
3
5
4
3
3
3
Total
Man
Woman
16 - 24
25 - 44
45 - 64
65 - 79
80 +
Working, fulltime
Working part time
Student
Retired
Others
Daily
A few times per week
A few times per month
Less than monthly
Never
BEST 2008
67 Citizens Satisfaction Survey 2008
Life situation – Vienna 2008
44
64
37
50
68
56
1
56
36
50
54
57
11
7
19
8
23
10
1
14
14
12
11
11
9
4
7
41
2
12
6
2
29
22
29
25
96
100
14
39
28
26
26
7
3
8
2
7
8
2
4
5
8
8
5
Total
Man
Woman
16 - 24
25 - 44
45 - 64
65 - 79
80 +
Daily
A few times per week
A few times per month
Less than monthly
Never
Working, fulltime
Working part time
Student
Retired
Others
FESTFinans Energi Samferdsel Telekom
Results 2008 – other available reports at best2005.net